Operations Support Professional; Hybrid: Waverly, IA)

At Tru Stage, we’re on a mission to make a brighter financial future accessible to everyone. We put people first, and work hand in hand with employees and customers to create a diverse and inclusive environment. Passionate about building insurance and financial services solutions, we push the boundaries of what’s possible. We need you to help us shape what’s next.

You’ll be encouraged to share your experiences, ideas and skills to help others take control of their financial future.

Join a team that has received numerous awards for being a top place to work:
Tru Stage awards and recognition

Job Purpose:

This position supports our operational teams in a variety of ways. This position is a career path that bridges the gap between front line support and professional staff. They will be responsible for assisting with the day-to-day operation needs of the area. Operations Support Professional provides departmental support for new capabilities and programs to achieve business objectives. In addition, this position is responsible for monitoring operational trends and troubleshooting routine day-to-day operational needs of the area.

This role requires problem-solving skills and will be called upon to address routine and complex issues.

Job Responsibilities:

Business Insights:

Performs as a subject matter expert in a variety of work processes or activities typically developed through a combination of job-related training and considerable on-the-job experience

Performs the work they lead on an as-needed basis - less than 10% of the time. Circumstances may include business resiliency and staffing capacity

Handles highly escalated service issues as needed

Leadership:

Promotes and maintains a positive, professional image of Tru Stage Assists  in management of contracted partners, including:
Workday reporting relationship, helping assist in day-to-day needs of contracted staff, responding to staff questions, managing the education mailbox, and managing ad hoc analysis or data requests for partner performance and insights

Technical:

Serves as the primary point of contact for execution teams - attending Sprint Reviews, communicating key points of change/updates, and identifying and escalating decisions to senior leaders when needed

Leads small to mid-size initiatives department-wide Manages and owns documentation of processes and procedures, partnering with appropriate execution teams on business requirements around new processes (new products, compliance)
Provide support to the organization by assisting with system issues and coordinating with IT liaison

Gathers and analyzes data, identify trends, addresses problems, and generates solutions to improve team performance

Conducts audits of procedural compliance, system utilization, and performance metrics

Investigates and resolves issues as required - whether customer issues, team issues or departmental issues

Plans, coordinates, and conducts meetings to develop operational procedures and provide ongoing training to the team as needed

Continuous Improvement:

Provide support on functional projects and system enhancements, which may include design, implementation, ongoing refinement, testing, and reporting outcomes

Development in this role will have a heavy emphasis on Lean and Six Sigma, with Green Belt certification

Works autonomously within established procedures and practices while generating solutions to improve team performance

Manages and oversees department-wide projects, like problem management resolution (response and remediation to outages), deep dive assessments, and potential upskilling opportunities for front line staff

Tracks and monitors implementation impacts (customer response rate, correspondence wording) and actively works with execution teams to improve…